STM Mobile app - UX case Study (in progress)

Problem Statement

Metro card systems(in Montreal, QC) are often outdated and frustrating for both daily commuters and first-time users.

Issues include:

  • Clunky recharge experiences

  • No real-time balance tracking

  • Unclear onboarding for tourists and short-term users

  • No easy way to get a new card without standing in lines


This redesign explores a more user-friendly solution by:

  • Streamlining mobile metro pass recharges

  • Adding scannable QR passes for hourly/day use

  • Enabling new card orders with delivery or station pickup

  • Creating a unified, intuitive experience across app, card, and kiosk



Goal

Make metro travel accessible, flexible, and seamless for everyone.

User Research

Questionnaire

  1. How often do you use the Montreal Metro?

    • Daily

    • 3–5 times a week

    • Occasionally

    • Rarely

    • Tourist / One-time visitor



  2. What’s your primary method of recharging your OPUS card?

    • STM vending machine

    • STM mobile app

    • Online (STM website)

    • At a dépanneur or retail store

    • I use single-ride tickets or passes



  3. How satisfied are you with the current recharge experience?
     (Scale 1 to 5: Very Unsatisfied → Very Satisfied)


  4. Have you ever missed a train or had a delay due to card-related issues?

    • Yes

    • No

  5. Would you use a mobile QR pass for hourly/day access if it was available?

    • Yes, definitely

    • Maybe

    • Nob


  6. How useful would it be to order a new OPUS card online for home delivery or pickup?
     (Scale 1 to 5)

  7. How useful would it be to reload an OPUS card from your phone?

    (Scale 1 to 5)

  1. Do you track your balance before boarding?

    • Always

    • Sometimes

    • Rarely

    • Never



Can you describe your typical experience when recharging your OPUS card?

What challenges have you faced while navigating STM stations or machines?

As a tourist/occasional user, how easy was it to understand how to use the metro?

What would make the STM system more convenient or modern for you?

If you’ve traveled to other cities, how did their metro systems compare to Montreal’s?

Would you be open to fully digital boarding (e.g., QR code or reloading OPUS card on phone)? Why or why not?

Can you walk me through your last experience recharging your metro card?

Have you ever faced issues recharging your card at a kiosk or online?

How do you typically check your card balance? Have you ever been surprised by a low or empty balance?

What frustrates you the most about the current metro card system?

Market Comparison

User Persona

Empathy map

Standout Features

  • Balance check by tapping card

  • Notifications for less balance/ expiry of card/pass

  • link physical card with wallet

  • purchase/ recharge pass

  • bus/train info

  • save payment methods

  • auto renew subscription

  • montreal metro map

  • tourist pass bundles

  • save favourite routes

  • suggested routes

  • order new physical card

  • app onboarding in multiple languages

  • chat / help center

  • online temporary card

Information architechture


Paper Wireframes

Digital Wireframes and Prototyping